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Telemarketing (account) Support to Direct Marketing

By jems hug

 Clients who go for direct marketing methods for their lead generation make it a point to have a call center on board. Consumers have a very immediate reaction to the direct marketing plugs on the radio or on TV. They are most likely to call up as soon as they see the ad, in case they are interested. The clients need a BPO cover to handle all these calls that are going to stream in the moment the ad goes on air. You may ask why their existent in-house answering service team cannot handle the calls. The answer is that the call volume will be extremely high and it will require the expertise that phone answering agents come with. The calls need to be received and processed for maximum utilization. The costs incurred by a client to go for direct marketing is pretty high. So the optimization of resources becomes a key factor.

Direct marketing is the process of using a radio or TV advertisement to make the consumers aware of a new product or the launch of a new brand. Such ads are seen by a large number of people because radio and TV are media that penetrate deep into the masses. The clients generally inject a phone number to the ad copy. Consumers are encouraged to call this number for further details. This number directs the calls to an inbound call center desk. The composition of the answering service team is a tricky task in itself. Because the client spends a lot on the direct marketing ad, they are more likely to ask for fewer call center agents on the job. But the BPO unit has to point out that the call volume in such campaigns is very high. If they move with a shortage of manpower, there will be complications.

For example, the telemarketing agents will have to work at a feverish pitch. They may not be able to provide ample time to the calls that will come in. Consumers will ask a lot of questions because they are curious. The lead generation opportunities that the clients are aiming for may go untapped if the agents are not responding to this curiosity with the right telemarketing services. If the BPO agents serve the customers with the required time, they may end up leaving the callers with a longer hold time. Hold times are never good for sales lead generation. Callers give up and hang up the call. You may argue that such calls can be tracked back and contacted, but the leads cools off by then.

After brainstorming over this telemarketing puzzle, BPO experts ask clients to also use a website in their ad copy. Online users are on the rise anyway. When the consumers see a website link, they may pay a visit and leave a comment or a query. These can be answered by the inbound call center team. This takes the pressure off the call lines and the task of the call center gets divided into two different but productive channels.

We have provided telemarketing back-up to direct marketing campaigns. The optimization of lead generation is our main aim in these projects.

Life Coaching for Call Center Agents

By jems hug

 The call center industry is one that attracts a very young group of employees. If you pay a visit to a BPO unit, you will be surprised to find how many teenagers are working as telemarketing agents. Many of them may be leading teams comprising of members who are way senior to them. Its important for these answering service agents to keep their heads leveled and not get tripped by the money and success that comes with the job. A business process outsourcing job is the best paid job in many countries, especially in the developing nations like India. There are no surprises, then, that these employees have a lot of disposable cash on their hands. The amount of cash that they have is probably the reason why addiction to abusive substances is a part of the call center services now. But all is not lost.

Many call centers across the world want to have life coaching sessions for these young achievers. The aim of these sessions is clear and simple. The call center units want the young agents to realize the importance of money and at the same time value and cherish what they have achieved. Sharon Lewis, a life coach with a premiere BPO outfit, says, We try to inculcate some values in the agents. These values are important for career building and developing what they have already attained into something more productive in the future. The life coaching sessions advise the telemarketing agents on better management of their finances. They teach them tax laws and how they can use their earned money into investments for the future.

The recession has laid bare the truth about career and future. Even the best placed employees were handed the pink slip at their height of their career in industries like BPO. Its very difficult for a middle-aged person to find a job at the call center or any other industry at short notice. Thats when you need to fall back on your savings. Life coaching sessions make the answering service agents aware that their savings are for their security and will act as a cushion against unfortunate falls. The BPO service agents are taught how they can cover their insurances and manage their salary to leave a continued savings trail. You never know when you need to fall back on the money that you have stashed up to tide you over those rough days.

Life coaching sessions also enable the lead generation agents to relax and take their job in the right perspective. The notion that hard work is the only requisite for success is a flawed idea. You need to take those breaks so that you can work over continued time periods. Sharon Lewis says, If you are working without a breather, you are cutting short your professional career and also limiting your productivity, while increasing the health hazards! These sessions allow the telemarketing agents to realize the importance of relaxation and how they need to unwind, only to come back harder and stronger.

We provide life coaching sessions to our call center agents for their growth. We like to take care of the BPO agents because we find them to be invaluable assets.

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Monday, September 6th, 2010 at 3:20 am and is filed under business. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.